Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm...
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Transcript of Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm...
![Page 1: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/1.jpg)
Six Steps
Customer Serviceto Improving
![Page 2: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/2.jpg)
> CEO Celtis Ventures> Full-service venture marketing firm> Marketing, Advertising, Branding – A to Z> Twenty + years marketing transit> Los Angeles, Dallas and Denver
Matt Raymond
![Page 3: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/3.jpg)
> Expectation> Transactional> Experience> Relationship> Reflects brand
Customer Service
![Page 4: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/4.jpg)
> Poor reputation> Low customer satisfaction> Constant media target> No consumer brand> Seven-minute telephone wait times
Los Angeles: 2002
![Page 5: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/5.jpg)
> Approach from customer’s viewpoint> Talk with people on the front line> Research and look at trends> Track everything possible> Capitalize on strengths> Address weaknesses
Evaluate
![Page 6: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/6.jpg)
> Customer satisfaction> Public Perception> Service quality> Market growth
Vision
![Page 7: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/7.jpg)
> Throughout organization> Critical at front line> Customer contact points> Meet expectations> Deliver on promises
Commit
![Page 8: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/8.jpg)
> Great people> Motivated> Dedicated> High morale> Enjoy other people
People
![Page 9: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/9.jpg)
> Ergonomics> Equipment> Vehicles and facilities> Information systems> Support systems> Mobile
Technology
![Page 10: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/10.jpg)
Technology
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Technology
![Page 12: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/12.jpg)
> Welcome environment> For employees> For customers> Friendly> Delivers on brand
Environment
![Page 13: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/13.jpg)
Environment
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Environment
![Page 15: Six Steps Customer Service to Improving. >CEO Celtis Ventures >Full-service venture marketing firm >Marketing, Advertising, Branding – A to Z >Twenty.](https://reader036.fdocuments.net/reader036/viewer/2022062422/56649ed85503460f94be6d9d/html5/thumbnails/15.jpg)
Environment
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Environment
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Environment
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> Good reputation> High customer satisfaction> Positive media presence > Exceptional Metro brand> Below two-minute telephone wait times
Los Angeles: 2013
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Evaluate from a customer’s perspective Create a vision of service Commit to the customer Position your people to do great things Identify and implement the right technology Build a service environment inside and out
Six Steps
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Evaluate
People
Vision
Technology
Commit
Environment
Repeat